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Monday, 21 April 2014

Users to Tech-Support ratio

Users to
Tech-Support ratio

Users to IT
Helpdesk /ITIL Service Desk technician ratio is very important whenever
you setup or reorganize the support unit. Following points need to be
considered before going live. You can re-evaluate these points quarterly to
identify bottle necks. Overloading a technician or not satisfying the minimum
ratio can result in chaos.

1-Complexity

a.# of devices

b.# of OS

c.# of different
software

d.# of complaints

e.Average problem
resolution time

2-Expertise

a.Technician
expertise

b.User expertise

3-Trends

a.new software
rollouts

b.patching and
updating

User: Technician

60 : 1

-15 for 1<OS version, 1<Hardware types

+10 for with
standard user privileges

+20 for with remote application deployment service

+15 for with
imaging and fast refresh technology

+15 for with
remote control

Always
remember that you are setting up an IT Service desk and not a fire fighting
team.

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